cannot log into my new Mac Neo. It will not accept my password. I am at the recover page it says enter your recover key but nothing happens. There is an icon that says recover key by it asks to restart not next???
MacBook Neo 13″, macOS 26.6
I’m sorry you’re having this problem with your new MacBook Neo. It’s frustrating to be locked out, especially when the recovery screen asks for a key but doesn’t seem to let you continue. Let’s work through this carefully so you can regain access without unnecessarily losing your data.
The important thing to understand is that your Mac login password, your Apple Account password, and your FileVault recovery key are three different things.
The correct solution depends on which one your Mac is asking for.
If your screen says “Enter your recovery key,” it may be asking for the special FileVault recovery key used to unlock your Mac’s encrypted drive.
This is not usually your regular login password. If you see an icon or button labeled “Restart” or “Restart to Recovery” instead of “Next,” the Mac may be asking you to restart into a different recovery process. This is not necessarily an error.
First, make sure your MacBook Neo is connected to power. Click directly inside the recovery-key entry box and check whether you can type. Make sure Caps Lock is off and that the keyboard language is correct, as special characters may differ depending on the keyboard layout. If the screen offers a keyboard or input menu, check the selected language as well.
If you have an iPhone, iPad, or another Mac that uses your Apple Account, check whether your recovery key was saved in the Passwords app. Open the Passwords app and search for “recovery key.” If you find a key associated with your Mac, use it only if your Mac specifically asks for the FileVault recovery key.
For additional help, Apple provides several useful support guides:
Reset your Mac login password:
If you forgot your Mac login password - Apple Support (CA)
This guide explains the available password-reset options and what to do if you cannot reset your password or do not have your recovery key.
Start up your Mac in macOS Recovery:
How to start up from macOS Recovery - Apple Support (CA)
Use this guide if your Mac displays a “Restart” or “Restart to Recovery” option and you need instructions for entering macOS Recovery.
Apple Support for Mac:
This page provides additional troubleshooting resources for your MacBook Neo.
Contact Apple Support Canada:
Contact - Official Apple Support (CA)
If you cannot get past the recovery screen, Apple Support can help you identify the correct recovery procedure for your Mac.
Please do not select “Erase Mac” at this stage. Erasing your Mac removes its data and settings, so it should be considered only after the other recovery options have been explored.
To help you with the exact next step, could you tell me what you see on your screen right now? Does it show an icon or button saying “Restart” or “Restart to Recovery,” with no “Next” button? Does it show a box asking you to enter a recovery key, but nothing happens when you type or click? Or does it ask for your Apple Account email and password?
If you can provide the exact words displayed on the screen, I can guide you through the appropriate steps for your MacBook Neo running macOS 26.6 without unnecessarily erasing it.
I’m sorry you’re having this problem with your new MacBook Neo. It’s frustrating to be locked out, especially when the recovery screen asks for a key but doesn’t seem to let you continue. Let’s work through this carefully so you can regain access without unnecessarily losing your data.
The important thing to understand is that your Mac login password, your Apple Account password, and your FileVault recovery key are three different things.
The correct solution depends on which one your Mac is asking for.
If your screen says “Enter your recovery key,” it may be asking for the special FileVault recovery key used to unlock your Mac’s encrypted drive.
This is not usually your regular login password. If you see an icon or button labeled “Restart” or “Restart to Recovery” instead of “Next,” the Mac may be asking you to restart into a different recovery process. This is not necessarily an error.
First, make sure your MacBook Neo is connected to power. Click directly inside the recovery-key entry box and check whether you can type. Make sure Caps Lock is off and that the keyboard language is correct, as special characters may differ depending on the keyboard layout. If the screen offers a keyboard or input menu, check the selected language as well.
If you have an iPhone, iPad, or another Mac that uses your Apple Account, check whether your recovery key was saved in the Passwords app. Open the Passwords app and search for “recovery key.” If you find a key associated with your Mac, use it only if your Mac specifically asks for the FileVault recovery key.
For additional help, Apple provides several useful support guides:
Reset your Mac login password:
If you forgot your Mac login password - Apple Support (CA)
This guide explains the available password-reset options and what to do if you cannot reset your password or do not have your recovery key.
Start up your Mac in macOS Recovery:
How to start up from macOS Recovery - Apple Support (CA)
Use this guide if your Mac displays a “Restart” or “Restart to Recovery” option and you need instructions for entering macOS Recovery.
Apple Support for Mac:
This page provides additional troubleshooting resources for your MacBook Neo.
Contact Apple Support Canada:
Contact - Official Apple Support (CA)
If you cannot get past the recovery screen, Apple Support can help you identify the correct recovery procedure for your Mac.
Please do not select “Erase Mac” at this stage. Erasing your Mac removes its data and settings, so it should be considered only after the other recovery options have been explored.
To help you with the exact next step, could you tell me what you see on your screen right now? Does it show an icon or button saying “Restart” or “Restart to Recovery,” with no “Next” button? Does it show a box asking you to enter a recovery key, but nothing happens when you type or click? Or does it ask for your Apple Account email and password?
If you can provide the exact words displayed on the screen, I can guide you through the appropriate steps for your MacBook Neo running macOS 26.6 without unnecessarily erasing it.
Hi,
You can fix a Mac that rejects your password by using the built-in Apple Support Guide to trigger a password reset from the login screen or Recovery Mode.
My Mac won’t accept my password
